Date Received: 2021-01-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a VA loan with Freedom Mortgage for several years and it was also was offered by the to refinance last year to a lower rate. In the early part of XXXX, my wife and I decided to get closer to our only son who lives and works in California so we put an offer to change our primary residence and put an offer to purchase a house in XXXX California since my wife also commutes to California at about almost 40-50 % of the year for work. We fond a house and was scheduled to close escrow on XX/XX/XXXX. On XX/XX/XXXX, The lender 's ( XXXX XXXX ) of the house we are purchasing required an Occupancy Waiver from Freedom Mortgage acknowledging that I have satisfied the occupancy requirement timeframe of the house i currently reside in. My wife and I contacted Freedom Mortgage to provide the Occupancy Waiver requested so that we can close on time. Because of the urgency of the request, we asked to be connected to the Escalation desk to expedite. The gentleman who assisted has advised that he will channel the request to Escalation. On XX/XX/XXXX, I followed up the call ( XXXX ) XXXX to ensure that the request is in and the urgency of the matter and I was channelled into Escalation desk and repeated my request and reiterated that the soonest she can get the document requested is on XX/XX/XXXX. The document will be sent to my email ( XXXX. Escrow closing is then moved to XX/XX/XXXX to allow time to receive Occupancy Waiver document. On XX/XX/XXXX. my wife called again to ensure that the document will be forthcoming as promised. On XXXX, a document was received but it was the Occupancy Affidavit. My wife immediately called them up and advised them that it is the wrong document. We were requesting an Occupancy Waiver. I advised them that time is of the essence and that any delay after XX/XX/XXXX will cost us a daily {$120.00} penalty for not closing as rescheduled. The escalation desk said that since they have fulfilled the first request although it was a wrong document form, they have to reopen a new ticket for the Occupancy waiver and the soonest it can be produced is XX/XX/XXXX. I protested to that date and that the turnaround to respond is 5 days. The escalation desk and I called XXXX XXXX ( XXXX XXXX, the loan officer ) and we reached his voice mail and left a lengthy message on his voice mail and reiterating again that the document can only be forthcoming on XXXX.All requests goes on a cue. XX/XX/XXXX My wife and I called Freedom Mortgage again to check and follow up to make sure that the document is on cue and that we are getting the document requested. Today, we are told that none of which is on cue to produce and they need to reopen a cue and the document is again placed on cue to XX/XX/XXXX. I protested adamantly because again, our escrow is scheduled to XX/XX/XXXX because we were promised XX/XX/XXXX for the needed document. ( Occupancy Waiver ) I again asked for the Escalation Manager, but I am getting pointedly, there is nothing they can do to provide as requested. Meaning, wait again until they can get around to it. I need assistance in getting these servicer to assist us and provide the Occupancy Waiver requested so that we can close escrow. It is costing us a daily {$120.00} penalty and it is a lot of money to swallow because these servicers can not get their escalation request or assist in our situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76040
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a condo in late XX/XX/XXXX. Within a couple months of closing, my mortgage was sold to Freedom Mortgage. I have paid the same monthly amount for almost XXXX years. I have never been late, as the loan is an automated ACH payment from my bank account. I do not have an escrow account as I pay insurance and taxes outside of At some point in summer of XXXX, Freedom Mortgage contacted me regarding insurance coverage via mail. As I already have insurance coverage, I disregarded the notice. What apparently happened was I misunderstood they needed proof of my coverage. They did not contact my insurance agent. They did not call or email me for additional information. Instead, they applied an insurance coverage over twice as expensive, but no more thorough, than that which I already had, and determined it needed to come from escrow, so they considered me in negative escrow, driving up my monthly payment. I was not aware of this. My insurance company, meanwhile, was providing updates to XXXX XXXX, the original provider of the mortgage. By the time I understood this, I think in XXXX, I started following up. I was not getting my mail regularly during the fall due to staying in a remote area due to Covid, and my mail not getting forwarded. By XXXX when I got reconnected to my mail ( again, no call, no email in the interim ), Freedom mortgage had - reported me negatively on my credit report, causing my score to drop not only below XXXX for the first time i believe in over a decade, but BELOW XXXX, which means i am unable to get good rates on anything - continued to collect my monthly payments but NOT APPLY THEM TO MY MORTGAGE - instead holding them in an unapplied payments 'bucket ' - put me in collections, considering me over {$4000.00} in arears as of XX/XX/XXXX On XX/XX/XXXX, I provided, via email, to Freedom Mortgage, proof of ongoing insurance coverage and no gap for the last two years. In addition, I asked to have my credit restored, my payment returned to its monthly amount prior to this, the escrow eliminated since I do not owe it, and the payments they have been holding, PLUS THE INTEREST earned on them applied to my balance. I have not heard back from them. I am now unable to refinance at a lower rate or from a more reputable company due to the issues they have created with my credit report. I am astounded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020 i put the home on forbearance with freedom mortgage due to financial issues. then in XXXX I requested that i perform a loan modification on my loan putting the missed payments at the end of the loan. The 1st person i asked to have this done never submitted the paper work. i found this information out1 month later when i called back. at that time the new person i spoke with requested the paperwork and to put a rush on it. they sent it to the wrong address. asked for it to be resent. finally got the paperwork on XX/XX/2020 stating my payment was due XX/XX/XXXX XXXX i called freedom mortgage and asked if it was ok to fill the loan modification paperwork out and send it in even though it was the XX/XX/XXXX. they stated that was fine. i called back on XX/XX/XXXX and the representative explained that my paperwork was accepted and i could make a payment. i made a payment over the phone with her for a total of {$3000.00} because that is what she explained i owed for XXXX. I thought everything was completed on XX/XX/XXXX i recieved a call from freedom mortgage stating that i was late and they needed a payment of {$3200.00} to be current. I spoke with Manager XXXX id # XXXX explained i made a payment on XX/XX/XXXX. they told me that amount was applied to XX/XX/2020 and that i needed to make another payment. XXXX called me a liar about making the payment over the phone, at that time i requested his manager XXXX XXXX id # XXXX. i was put on hold for 20 minutes and then was hung up on. when i tried to call back it was after hours close and i could not reach anybody. the Next day I called in a spoke with XXXX id # XXXX and asked to be transferred to a manager, she transfered me to XXXX # XXXX. I then Asked to be transferred to her manager and finally spoke with XXXX XXXX Id # XXXX. After speaking with her she said she would get to the bottom of this and made contact with under writers. I also asked for all notes on my account and a detailed break down of payments in and out. I left that conversation with her stating she would call me back. on XX/XX/XXXX XXXX XXXX one of her employees called me back and said i needed to make a payment. I Once again asked for all the notes and a breakdown of all payments made, he stated that those will arrive on the XXXX and that he will call me back on XX/XX/XXXX to follow up. I have not heard anything yet and have called and left messages for Manager XXXX XXXX 3 times since with no response. I received an email from freedom mortgage with payment break downs on XX/XX/XXXX the information they provided contradicted everything they have been saying over the phone. I called back into customer care on XX/XX/XXXX and spoke with XXXX and told her the paper work i got does not match up with what they are saying and asked for them to fix the paper work and resend it to me. she did that. XX/XX/XXXX I received paperwork in the mail. it was literaly said here is all the documents you requested, then there was a BLANK PAGE. I'm currently on the phone with freedom mortgage trying to explain this again and I have been put on hold for over 30 minutes trying to get to a manager. All I want to do is start paying my mortgage again and this company is making it impossible bordering on negligent. I have spent over 12 hours on the phone and months waiting for paperwork from freedom that was always late and incorrect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55313
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, we sold our condo at XXXX XXXX XXXX, XXXX, MA XXXX. A payoff check was sent by mail, by the lawyer for the buyer to Freedom Mortgage 's payoff department in Indiana. The lawyers name is XXXX XXXX. Almost a month later, I received a mortgage statement and call from Freedom Mortgage stating that the loan was still active and they hadn't received my XXXX payment. Upon calling Freedom mortgage, they told me that no payoff check was received. I emailed my lawyer and the buyers lawyer and I received the loan disclosure and the XXXX receipt showing the check being received on XX/XX/XXXX. I called Freedom mortgage on XX/XX/XXXX and they said that it was an internal issue and they would be working to resolve the issue and locate the check. I was informed that because the issue was on their side, they wouldn't send any negative credit reporting information to the three bureaus. Over the course of the next week, I called Freedom mortgage each day, sometimes multiple times a day. Within a 48 hour period, I was once told that they didn't have the check, then they found it and sent it back because it was made out to the wrong amount and then when I called the next day, I was told that the check was never received and they were unsure of why the customer service rep told me that it was mailed back. All of these calls can be verified because they are recorded by Freedom Mortgage although not available without a court subpoena. On XX/XX/XXXX, I was informed by XXXX XXXX at Freedom Mortgage that the check had been sent back to the office of the lawyer of the buyer of my condo on XX/XX/XXXX because it was not signed. The lawyer for the buyer had moved offices and didn't know that the check had been sent back. XXXX sent me a XXXX receipt. The lawyer for the buyer and I then worked with Freedom Mortgage to get the new payoff amount and it was processed on XX/XX/XXXX. A few weeks into XXXX, I got an alert from XXXX that my credit score had dropped 114 points because of the late payment. I called Freedom Mortgage and asked them to inform the agencies of how the late payment wasn't my fault and they said they wouldn't. They told me that the error was on the side of the buyers lawyer despite the fact that it took them 2 weeks to figure out they had send the check back on XX/XX/XXXX. I filed a dispute with all three agencies and am awaiting their findings.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is my mortgage company effective XX/XX/XXXX. XX/XX/XXXX I was offered a 6 month forbearance due to loss of employment associated with the Co-VID 19 pandemic. During the 6 month forbearance I missed one mortgage payment. The month of XXXX I spoke with a representative to learn my options with paying back the missed payment ; 1 ) Pay back all missing payments in full 2 ) request a Partial Pay Claim Review. I opted to go with the Partial Pay Claim Review. I was told a representative from that department would be in contact. XX/XX/XXXX I made another call to Freedom and reported my XXXX request of a Partial Pay Claim Review and wanted an update but they had nothing on file. I made another request. XX/XX/XXXX I received a document in the mail from Freedom Mortgage that I did not understand and called Freedom to ask about the document and obtain an update on my Partial Pay Claim Review and again nothing was in the system. The representative reported they would submit my request and my first mortgage payment would be due in XXXX. The rep stated I needed to miss two payments to qualify for the Partial Pay Claim Review. Today I called Freedom Mortgage about my Partial Pay Claim Review request and they reported there was no request in the system for a Partial Pay Claim Review but my forbearance had ended and I was to resume paying my mortgage. I was transferred " Single Point of Contact '' department and spent 1 hour 32 minutes on a phone with a representative explaining the above. The representative was speaking with a supervisor during our call who was providing feedback. The supervisor stated in order for me to receive a Partial Pay Claim Review I needed to go back on the forbearance, wait two weeks for it to process and then call back stop my forbearance, request a Partial Pay Claim Review and see if I will be approve. I was so frustrated I began to cry! I told the rep I have already done this 3 times - XXXX, XXXX and XXXX. Now you are stating I have to do again and what assurance do I have my request will be submitted. I do not know what else to do?? I need help with this situation and I am hoping I can receive assistance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45236
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am the attorney for a client in bankruptcy cases. I assume this is one of my clients but the statement is in my name - and so I have no idea who it belongs too. The mortgage company continues to put my name on the mortgage statements and send them to my office instead of the Debtor. I have asked via phone and letters numerous times to have the statements taken out of my name and forwarded to the Debtors property address. The mortgage company refuses to correct the issue. The most recent statement dated XX/XX/2020 is still addressed the same way, please see attached. I have also contacted their attorney - XXXX XXXX XXXX. I have attached the statement for you to see. Please understand this has been going on for over a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a VA mortgage with Freedom Mortgage Corporation through XXXX XXXX XXXX XXXX with a projected closing date of XX/XX/XXXX. At the time of application, I made clear that I am currently XXXX XXXX XXXX living in XXXX and will be retiring and moving to XXXX for my retirement location/home of selection. I originally planned to retire in XX/XX/XXXX ( see Occupancy Letter 1 ) ; however, I was notified that Freedom Mortgage did not consider my occupancy letter sufficient to grant the loan and they needed a copy of my retirement orders. Because the military will not approve retirement more than 12 months in advance, I had to move up my retirement date to XX/XX/XXXX. Knowing that I would apply for a retirement date of XX/XX/XXXX, I produced Occupancy Letter 2, which indicates I will occupy the property in XX/XX/XXXX by participating in the SkillBridge program, which allows separating/retiring members to XXXX up to 180 days prior to separation/retirement date. Once I was able to submit for and gain approval for retirement, I sent the copy of my official retirement orders to Freedom Mortgage on XX/XX/XXXX. I was told by XXXX XXXX at XXXX XXXX XXXX XXXX XXXX that Freedom Mortgage was still processing my application and there were questions regarding the date I would occupy the property. In order to show that I will be in Minnesota in XX/XX/XXXX, I sent Freedom Mortgage a copy of my SkillBridge approval ( dated XX/XX/XXXX ) and my paperwork to move my household goods to Minnesota ( dated XX/XX/XXXX ). At this point the company has my occupancy letter, retirement orders, SkillBridge approval documents, and household goods shipment request. On XX/XX/XXXX, I was notified by XXXX XXXX that Freedom Mortgage was likely going to deny my application for a VA loan because I was not going to occupy the property within 60 days of closing. I spoke with a representative at the XXXX XXXX XXXX XXXX XXXX XXXX in XXXX and verified that an individual can delay occupancy to more than 60 days if there is a set time in the future in which they will occupy it ( XX/XX/XXXX XXXX and there is an event that allows this to happen ( SkillBridge, retirement ). Additionally, there is also a provision for retiring military members that allows the loan if the retirement date is within 12 months of closing. I provided the text from the VA underwriting guidelines as it pertains to both income requirements and occupancy requirements to XXXX XXXX, who subsequently provided it to XXXX XXXX at Freedom Mortgage, on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX notified me that Freedom Mortgage was going to deny my loan application because I was not going to occupy the home within 60 days of closing. On XX/XX/XXXX, I received official notification from Freedom Mortgage stating they denied my request for a mortgage loan because they were unable to verify residence. Frankly I question if this is a form of discrimination, since my VA loan application was clearly within VA underwriting guidelines, yet the company denied me credit because I live in one state and will be retiring in a different state. I have no credit issues and there were no other reasons listed for the denial. I attempted to contact Freedom Mortgage by calling their customer service number and the associate said my loan number did not register and after approximately 30 minutes of back-and-forth she still was unable to find anyone she could connect me to in order to file a complaint. Since I could not find another avenue to file a grievance, I also reached out to Freedom Mortgage 's CEO, XXXX XXXX, via XXXX but did not receive any response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my VA loan with Freedom Mortgage ( VA streamlined ) and closed on XX/XX/XXXX to lower my mortgage rate only - no cash out. I never received an accurate closing disclosure in advance and only received it at closing. The entire process was chaotic and two loan disclosures provided in advance were not accurate. Now my current problem involves home owners insurance. At closing, the company added the full annual amount of my homeowners premium to the loan principal since the renewal premium ( {$1600.00} ) was due on XX/XX/XXXX. ( page of closing disclosure showing premium added to loan principal attached - amount circled ). However, the amount was not added to my escrow account, nor has the payment been made to my insurance company. I have emailed Freedom Mortgage twice about the problem : XX/XX/XXXX and XX/XX/XXXX. I received automated responses but never received an answer to my inquiry. Multiple phone call attempts have been unable to reach anyone or unable to achieve any resolution. I have spent more than an hour on the phone today being passed around to different departments with no resolution ( customer service to insurance department to mortgage department, being cut off, starting over, again to customer service to insurance, where I have now been on hold for more than 25 minutes after being asked to wait 2 or 3 minutes while she checked with mortgage department ). As of XXXX ( EST ), XX/XX/XXXX, this premium has not been paid to my insurance company and I AM CONCERNED THAT MY INSURANCE WILL LAPSE. Thank you for your assistance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage continues to send me threatening letters regarding my flood insurance despite the fact that they have recognized in writing that my flood insurance meets the requirements of my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently in a forbearance program and it ends in XXXX, I am struggling to make my regular mortgage payment and I'm asking for a loan-modification so I can re-start to make my payment. The Bank denies my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2021-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A